838 Roberson Ln # 20Wise, Va

(276) 219-0322 (mobile)Julia_wright567@yahoo.com

Julia Wright

Experience 010/2011- Present Crutchfield Norton, VACustomer Support Supervisor

• Provide over the phone expertise on various Customer Support re-lated inquires, such as product information, tracking packages, set-ting up returns, and other issues.

• Provide feedback to help maintain Customer experience. • Work live customer chat via the Crutchfield website, managed up

to 2 chat sessions at any given time.• Respond to customer inquires via email.• Work closely with Sales and Tech departments to make sure Cus-

tomer was given accurate information every time. • Helped train and monitor new hires during their training by listen-

ing to their first calls and offering expertise or guidance. • Assisted frontline reps with questions and feedback• Responded to escalated calls with customers• Managed multiple interdepartmental project, as well as being the

leader on numerous.

12/2009-10/2011 Sykes Enterprises, Inc. Wise, VACustomer Support Representative- Credit Card Services & Fraud

• Provided over the phone expertise to members of USAA online bank.

• Was a member of both the Fraud, and Credit Card Services de-partment.

• Assisted in training of new hires through floor walking and pro-viding guidance on their first calls.

• Reported fraud, and illegitimate charges on members credit and debit cards.

• Answered all banking questions pertaining to credit cards such as payments, usage, charges, etc.

• Work closely with other banking departments to ensure the mem-ber was taken care of.